Grameen Phone Research Articles

AN EMPIRICAL STUDY OF THE EFFECTS OF CUSTOMER SATISFACTION AND LOYALTY IN THE TELECOMMUNICATION INDUSTRY IN BANGLADESH

The primary objective of this study is to examine the impact of customer satisfaction within the specific setting of Bangladesh. The present study examined six key aspects: interactions, price structure, added value service, convenience, sales promotions, and customer service. The study utilized a combination of primary and secondary data sources to evaluate the predetermined hypotheses. The findings indicate that five characteristics, including communication, cost structure, value-added services, convenience, and customer service/care, have positive associations with consumer loyalty. Finally, the concept of telecommunication services in Bangladesh has recently been combined with ecological management in business. Therefore, this notion has lately taken into the customer satisfaction and survey with good and sound loyalty on this services. This study is based on customer responses to monitor their satisfaction against the major mobile operators in the country: Grameen Phone, Banglalink, Robi, and Teletalk. In order to determine satisfaction, we will ask questions to respondents about different criteria (such as network, Internet service, call rate price and value-added services, reliability, customer support etc.). This research aims to determine customer satisfaction with a wide range of services supplied by operators, as well as the correlation between service satisfaction (communication, price, value-added service, convenience, sales promotion, and customer service) and customer loyalty.

A Review of Role of Mobile Based Advisory System for Transfer of Technologies for Sustainable Agricultural Development

Mobile phones have established itself in the rural areas and are becoming quite popular both with farmer and farm women. These powerful electronic machines that were a farmer’s dream earlier have become a reality as the farmer’s can immediately make use of them to address their field problems and other farm difficulties. The Government gifted Kisan Call Centres (KCC) are functioning the all over India which give answers to the farmer queries in local languages to this toll free number 1800-180-1551. Grameen Phone is a commercial operation providing cellular services in both urban and rural areas of India, with approximately 40,000 customers. A pilot programme of Grameen Phone, through the Grameen Bank and a wholly owned subsidiary called Grameen Telecom, is enabling women members of the Grameen Bank’s revolving credit system to retail cellular phone services in rural areas. This instrument is more than a means of communication and it is being used as a weapon for empowerment and fight poverty. Mobile advisory system have been developed and utilized for transfer of agricultural technologies for sustainable development across the world. The findings of the different mobile based studies conducted across the world have reviewed and presented for replicating the suitable models in similar situation for effective dissemination of the technologies. It is concluded that mobile platform is only tool to reach the last mile connectivity especially in rural areas for delivering need based technologies in time.

The Measurement of Employee Turnover Intentions in Telecom Industry of Bangladesh

Telecom industry is a booming industry in Bangladesh. This industry has seen a tremendous growth in mobile penetration that has exceeded all expectations with over 154 million subscribers as of August 2018 versus only 4 million in 2004. To ensure sustainable growth of this large industry, the organizations have to recruit and retain their intellectual resources. In this age of highly volatile business environment, telecom companies of Bangladesh are continuously exposed by the job changing attitude of their valued employees. The employees are prone to switch their jobs to make their career advancements rather than focusing on the fundamental development of their organizations. They leave organizations for numerous reasons ranging from financial to personal ambition and in some case supervisor’s behavior, organizational culture and the working environment. Hence, this paper aims at identifying the significant factors that influence employee turnover in telecom industry of Bangladesh. The purpose of the study is to identify the factors that lead to employee turnover in these organizations. To conduct this research, 206 telecom employees at different levels were selected from three largest telecom companies of Bangladesh and interviewed. The sampled companies are: Grameen Phone Ltd, Robi Axiata Ltd, Banglalink Digital Communications Ltd. A structured questionnaire was used to collect primary information which was scored according to the liker-scale. Both descriptive and inferential statistics were used in analyzing data collected from survey. Multivariate analysis technique like factor analysis was performed to identify the factors of the turnover intention of the telecom employees in Bangladesh. Multiple regressions were run to identify the relationships between the factors identified and the overall turnover intention of the employees in this sector. The results show that there are seven factors concerning the turnover intension of the telecom sector industry of Bangladesh. The factors are: dishonesty and conflict with the supervisor, fulfillment of personal demand and promotion, supervisor change induces job switch, unfair performance influence turnover, alternative employee affects turnover, geographic location affects turnover decision, and fringe benefits help staying in the company.

A Comparative Analysis of Customers’ Satisfaction of Telecommunications Industries: A Reference from Bangladesh

This is basically an analytic paper. Here the researcher has made a comparative analysis of customers’ satisfaction of Banglalink, Grameen Phone, Robi and Teletalk Telecommunication Companies in Bangladesh. An ordered questionnaire is organized to collect primary data from 400 customers from the customer care centers in the Sylhet City from Bangladesh. The researcher uses random and convenience sampling methods in this paper to collect data. The researcher selects fifteen independent variables to compare the customers’ satisfaction. Descriptive statistics, t-statistics, and ANOVA have been used in here to analyze the data. The findings have shown that the customers of Robi Telecommunication Company are more satisfied than the other companies. The researcher has thought that this effect may be the effect of merging with Robi and Airtel.

Customer Knowledge Management (CKM) Practices in the Telecommunication Industry in Bangladesh

Customer Knowledge Management (CKM) has become buzzword in modern knowledge driven society. As an innovative concept the study has attempted to find out the level of orientation of CKM practices in telecommunication sector in a developing country like Bangladesh through data and methodology triangulation approach. In the first phase of the study, quantitative technique has been used where data has been collected from 42 employees from major telecommunication companies such as Grameen Phone (GP), Banglalink, Robi, Airtel and Teletalk. In order to find out the details explanation of the quantitative results, an extensive open-ended survey has been conducted on experienced mid-level employees. In the last phase of the study, a Focus Group Discussion (FGD) was conducted on selected knowledgeable educated customers to cross check the results derived from the corporate people in order to ensure the reliability of the study.

Consumer’s Satisfaction Level about Grameen Phone’s (GP) Service in Bangladesh: A Case Study on Perception Analysis

Grameenphone (GP) is the leader of Bangladesh telecommunication industry. Grameenphone (GP) not only provides voice service but also offers a number of value added services, in each on both a prepaid and contract bases. Service network, 3G, customer care, physical facilities, billing cost, information service, mobile banking, GP offers and studyline are included in the value added services. Our study discloses the customer's reaction about GPs services. This study investigates why customers are satisfied the GPs existing services and why they are not satisfied and their reaction about GPs services. The study recommends the customers approach and how Grameenphone (GP) retains its customers as a result gradually converted to the loyal customer with competing others operators in the marketplace.

Customers’ Satisfaction of Banglalink and Grameen Phone: A Comparative Analysis

This is a comparative study. Here the researcher has made a comparison of customers’ satisfaction of Banglalink and Grameen Phone. A structured questionnaire is prepared to collect primary data from 200 customers (100 GP and 100 BL) in the Sylhet City of Bangladesh by using judgmental and convenience sampling methods. Having literature review, the researcher has selected 15 variables to measure the satisfaction. The researcher has used MS excel 2007 to analysis the data, i.e. descriptive statistics and t-statistics. The findings have shown that the BL customers are more satisfied than GP customers in every respect. It seems that the GP customers expect more from their operator. Important variables for BL customers are 1. Availability of Recharge Point, 2. Numbers of FnF, 3. Tariff: On-Net and 4. Tariff: FnF. Important variables for GP customers are 1. Tariff: On-Net, 2. Internet Services, 3. Network Coverage, and 4. Numbers of FnF. 
 
 
 

Effects of Relationship Marketing on Customer Retention and Competitive Advantage: A Case Study on Grameen Phone Ltd.

Effects of Relationship Marketing on Customer Retention and Competitive Advantage: A Case Study on Grameen Phone Ltd.

Controlled, Uncontrolled Communication, Brand Name and Brand Attitude: A Relational Study on Cellular Telecom Sector of Bangladesh

The main objectives of the study is to examine the impact of communication variables like controlled communications, uncontrolled communications and brand name on brand attitude in the context of Grameen Phone Telecom. A systematic sampling method was adopted to collect data from the respondents. A total number of 100 questionnaires were distributed, and 93 completed (usable) questionnaires were considered for statistical analyses and research hypotheses testing. The researcher used statistical techniques like mean, standard deviation, correlation and regression analysis. The results of regression analysis are show that controlled communication and brand name are statistically and significantly associated to brand attitude. These results provided full support to research hypotheses 2 and 3. Uncontrolled communication failed to enter into the regression table which indicates that uncontrolled communication is not statistically and significantly associated to brand attitude. The results of regression analysis provided no support for research hypothesis-1.
 JEL Classification: M31, M37

Corporate social responsibility for brand image and customer satisfaction: Assessment of Grameen phone user’s in Bangladesh

Corporate social responsibility (CSR) is the concept that business organization is accountable for its decisions and actions on all relevant stakeholders. It is a commitment by business to behave fairly and responsibly and contribute to economic development while improving the quality of life of the workforce as well as of the local community and society at large. This study is an assessment of customer’s perceptions on the basis of Corporate Social Responsibility performs by Grameen Phone Limited in Bangladesh. Research hypotheses have been identified and constructed on the basis of literature review. Hypotheses testing results show that there have been positive significant relationship observed between brand value and corporate social responsibility; customer satisfaction and corporate social responsibility and customer satisfaction and brand value relationship.

Customer Satisfaction of Mobile Operators in Bangladesh

The introduction of the telecommunication sector has been pretty late in Bangladesh compared to that of the neighboring countries. The mobile telecommunication service has been doubling on an annual basis over the last two or three years. Now-a-days there are six mobile phone operators in the country with - Grameen phone, Robi, Teletalk, Banglalink, Airtel and City cell. They are offering different new package and offers different value added services to satisfy the customers’demands. There exists huge competition among these operators. This research objective is to find out the customers satisfaction level of different mobile operators among students in Dhaka. There are various factors which affect the customer satisfaction. This research aimed to find out critical factors which influence the level of satisfaction of the mobile phone users in Bangladesh. Network coverage, network quality, internet, tariff, customer care, value added services, bill payment system, promotional offers are the most important factors that affect customer satisfaction. Airtel users are more satisfied with the tariff than Grameen phone users. All operators are giving some unusefull SMS to the customer to inform news. As a result customers are highly dissatisfied with it. For internet service the GP users are more satisfied than Airtel users. GP users are satisfied with the network coverage and quality but the price is comparatively high to the other internet service provider, so customers need a cheap internet packages. On the other side Airtel user are not at all satisfied with internet. Customers are satisfied with bill payment system of Grameen phone. Customer care services also play a vital role in the customer satisfaction. If the mobile operators focus on those factors and improve those areas they can sustain the market and earn money from the customers.

Impact of Organizational Culture on Employee Performance and Productivity: A Case Study of Telecommunication Sector in Bangladesh

Today’s organizational is predominantly dynamic that pose enormous opportunities and challenges to thecorporate practitioners and policy makers. Understanding such dynamism is very crucial to pursue theorganizational strategic objectives. The primary aim of this paper is to examine the impact of organizationalculture on employee performance and productivity from the perspectives of multinational companies operatingespecially under the telecommunication sector of Bangladesh in South Asia. The paper has applied qualitativemethodology focusing on a case study of Grameenphone (GP) (a subsidiary of Teleron in Norway), the leadingtelecommunication based subsidairy in Bangladesh. The paper argues that organizational culture significantlyinfluences employee performance and productivity in the dynamic emerging context.

The new face of development: The ‘bottom of the pyramid’ entrepreneurs (Respond to this article at http://www.therai.org.uk/at/debate)

In recent years, ‘bottom of the pyramid’ (BoP) initiatives – from Grameen Phone Ladies and Solar Sister, to Women First and Living Goods – have captured increasing attention, not only in corporate boardrooms where the desire for untapped revenue streams looms large, but also in the arenas of development policy and practice, where entrepreneurship is celebrated as a way to repurpose ‘informal’ and/or ‘subsistence’ workers through new forms of private sector engagement. Based on fieldwork with BoP schemes in Bangladesh and South Africa, and cases drawn from other regions, this paper explores how development is outsourced through the figure of the BoP entrepreneur, the ‘poor’ woman who travels door‐to‐door delivering a range of branded manufactured goods across the ‘retail black spots’ of developing countries. These women are actively converted into entrepreneurial subjects through a set of ideological and material practices that aim to produce and hone the requisite traits of industry, market discipline and entrepreneurial distinction to succeed in global business; subject positions that can bring tangible rewards to those who successfully assume them. However, the process of outsourcing development to a reservoir of ‘informal labour’ unsettles BoP claims of ‘inclusive capitalism’, as an ethos of meritocracy and individual responsibility not only deflects the responsibility for development onto the poor themselves, but remakes their subjectivities in service to global brands.

Work Satisfaction andd Employee Turnover Intentions: An Empirical Study

There has been a theoretical presumption in HRM that job satisfaction and employee turnover intention are negatively correlated. Based on this premise of argument, business leaders aspire to ensure optimal job satisfaction which is a key to the success of any business that relies on a variety of organizational and psycho-economic factors. This study was conducted in the fast-growing Grameenphone (GP) limited, which is the largest mobile phone company in Bangladesh. The factors i.e. independent variable are compensation package, supervision, career growth, training and development, working atmosphere, company loyalty and performance appraisal. The result shows that training and performance appraisal, work atmosphere, compensation package, supervision, and company loyalty are the key factory that positively influence job satisfaction which in turn reduce employees' turnover. The study also finds that the employees of this company possess the above at the moderate level and positive attitude towards work satisfaction which causes lower turnover incidence.

Effects of Relationship Marketing on Customer Retention and Competitive Advantage: A Case Study on Grameen Phone Ltd.

The purpose of this paper is to evaluate whether Relationship Marketing (RM) creates competitive advantage and retains customers for businesses. In order to evaluate RM practices in Grameen Phone (GP), two hundred and sixty five respondents were surveyed. Findings show that GP has been applying RM successfully, consequently retaining customers and achieving competitive advantage. However, GP should emphasize on internal marketing practices and on enhancing employee satisfaction and customer care.

Customer Satisfaction Mobile Phone Services: An Empirical Study on Grameen Phone (GP) and Banglalink (BL) in Bangladesh

This study is to examine the satisfaction of customers towars the mobile phone services in Bangladesh based on the Mertin Fishbein's multiattribute attitude model. Some important factors or attributes (i.e., services) of GP and BL that affect the satisfaction level of the customers have been identified where customers give special emphasis. Two leading companies (GP and BL) and nine factors out of 28 have been considered for the convenience of the study. It was examined from the study that customers of Banglalink are more satisfied than the Grameen Phone (GP). Means differences of differents factors for the two companies are measured through t-test for test significance. Outcomes of the study may be used as an index by the mobile phone service providers for improvement of their services to satisfy the customers.

Grameenphone, the Leading Mobile Phone Operator of Bangladesh: Performance Analysis

The mobile phone market of the Bangladesh is a highly competitive market and Grameenphone (GP) limited, a subsidiary of Telenor Mobile Communication AS, is the market leader in this field. It is the only company which earns profit throughout the last 10 years in this sector of the country. To know the current financial situation of the GP this paper is conducted through two parts. First part is the analysis of the financial performance of the GP which consists of financial trends analysis and financial ratio analysis. And second part of the analysis is the analysis of market performance of the GP compared with the other mobile phone operators of Bangladesh. At last I accumulate my findings on the analysis and draw the conclusion.

Cell Phone Customer Experience: An Appraisal for GrameenPhone (GP) in Bangladesh

Research on customer experience is at an embryonic stage. This research embarks on a journey of exploring an appraisal of customer experience in the context of Grameenphone (GP), one of the largest cell phone companies in Bangladesh. The study includes five categories of services that the company is keen to deliver to its customers in order to raise customer experience and loyalty. The result of the investigation suggests that the overall level of customer experience at a modest stage, which highlights the fact that the company has a long way to go in order to achieve a super level of customer experience. In the end, the paper focuses on its limitations and managerial implications and future research.

Role of CRM in Profitability of Service Organizations: A Case of a Leading Telecommunication Company in Bangladesh

Realizing the importance of Customer Relationship Management (CRM) systems to increase profitability almost every organization regardless of their size are increasingly adopting CRM systems. Firms use CRM systems not only to automate customer oriented business processes to reduce costs, but also to collect and analyze customer data to better fulfill customer needs and improve customer satisfaction to ultimately retain the customer (karimi et el, 2001). The two simple and cost effective steps to customer retention are (i) gathering information to use the patterns and trends of the information, (ii) to predict future behavior and mine the information using mathematical analysis involving many variables for business decision making. Telecommunication business in Bangladesh is in a growth stage with stiff competition and making an enormous profit every year. Most of the companies are using CRM. This paper will reveal how important is the CRM strategy of Grameen Phone (GP) Ltd., a leading telecommunication company in Bangladesh contributes in changing Return on Assets (ROA), Return of Equity (ROE) of the company in the stiff competitive market.

Understanding ICT-based business models in developing countries

It is an essential issue to show how small- and medium-sized enterprises (SMEs) and micro enterprises in developing countries can profit from the opportunities presented through the use of information and communication technologies ICTs. This fosters development and helps narrowing the digital divide. The paper presents a business model framework that helps analysing ICT-based business models and illustrates it through the Village Phone Program of the telecommunication operator Grameen Phone in Bangladesh. Furthermore, the paper proposes a so-called business model handbook to improve knowledge transfer related to ICT-based business models.